1. General Information

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• DUO STAR TECHNICAL SERVICES LLC ("Duo Star") operates the website www.duo-star.com.

• These terms and conditions form a legally binding agreement ("Agreement") between the customer ("Customer") and Duo Star ("Service").

• The governing law is the United Arab Emirates (UAE), and any disputes will be settled by the competent courts of the UAE.

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2. Payment and Transaction Policies

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• Payments can be made using Visa or MasterCard debit and credit cards in AED.

• Prices may vary depending on the payment method.

• Customers must retain transaction records and follow the merchant’s policies and rules.

• Customers under the age of 18 are not permitted to register or transact on the website.

• For bookings over AED 300, payment must be settled before confirming the next cleaning appointment.

• Unpaid accounts exceeding AED 300 will result in automatic cancellation of future appointments until payment is received.

• Customers may request an increased booking limit of up to AED 1,000, which can be granted through card authorization for added flexibility.

• Card Authorization for Monthly Clients:

  • Monthly clients have the option to set up card authorization for more convenient payments.

  • This does not mean automatic charges; payments will only be processed upon client approval.

  • This option helps streamline the payment process while ensuring complete customer control.

• For large-scale bookings, a 50% non-refundable deposit is required at the time of booking. Cancellations within 48 hours of the service date will result in forfeiture of the deposit.

• Invoices are issued based on the agreed billing cycle, which may be daily, weekly, or monthly, depending on the service agreement with the customer.

• Customers may complete their payment using one of the following methods:

  • Credit Card (subject to applicable terms and conditions)

  • Bank Transfer

  • Cash (only for selected transactions and upon authorization)

 

3. User Responsibilities

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• Customers must maintain the confidentiality of their accounts.

• The Customer agrees to provide a safe working environment for service personnel and necessary utilities such as water and electricity.

• Customers must inform Duo Star about any hazards before service commencement.

• Customers are responsible for securing fragile or valuable items before service begins.

• If a Customer’s negligence results in damage to Duo Star’s equipment, tools, or materials, the Customer will be responsible for the full cost of repair or replacement.

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4. Services Offered

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• General Cleaning Services

• Deep Cleaning

• Sanitization Services

• Upholstery Cleaning and Shampooing (Sofa, Carpet, and Mattress)

• Glass Window Cleaning (Low-rise or High-rise areas)

• Customized Cleaning

• Other services such as move-in, end-of-tenancy, and after-party cleaning may include equipment and materials upon request (additional charges apply).

 

5. Booking and Cancellations

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• Services can be booked via phone, email, or online.

• A minimum booking requirement applies:

  • General Cleaning: 3 hours per visit.

  • One-time/Spring Cleaning: Flexible pricing based on property size.

• Cancellations or changes to an appointment must be made at least 12 hours in advance to avoid a 50% cancellation fee.

 

6. Health and Safety Policies

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• Service personnel may refuse to use customer-provided equipment if deemed unsafe.

• Services will not be provided if health and safety risks exist, including cleaning of animal/human waste.

• Customers must ensure the premises comply with UAE workplace safety laws.

• If service personnel are exposed to hazardous environments without prior notice, Duo Star reserves the right to terminate services immediately without refund.

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7. Employment Restrictions

• Customers cannot directly hire personnel introduced by Duo Star for 12 months after service termination.

• A fine of AED 15,000.00 will apply for violations, with legal action taken if necessary.

 

8. Payments and Late Fees

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• Customers agree to pay the price quoted by Duo Star for services provided.

• Payments can be made via bank transfer, debit/credit card, or limited cash payments (subject to authorization).

• Invoices are issued at the agreed frequency (daily, weekly, or monthly).

• Late payment penalties:

  • 15% fee for delays beyond the due date.

• Services may be suspended for non-payment.

• Outstanding bills beyond 60 days will be subject to legal action, including collection proceedings or court involvement.

• Unpaid invoices beyond 90 days will be referred to a legal debt collection agency, and additional collection fees will apply.

 

9. Complaints and Satisfaction Guarantee

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• If dissatisfied, customers must report issues within 24 to 48 hours for resolution.

• Complaints submitted beyond 48 hours will not be considered.

 

10. Liability and Exclusions

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Duo Star is not responsible for:

• Pre-existing stains, ingrained dirt, or damage.

• Customer negligence resulting in service interruptions.

• Loss of fragile or valuable items (jewelry, cash, artwork, antiques, etc.).

• Accidental damage caused by faulty equipment.

 

11. Accidents, Breakages, and Theft

• Service personnel handle properties with care, but accidents can occur. Duo Star has public liability insurance for major damages.

• Claims must be reported within 24 hours of service completion.

• Customers must ensure breakable items are removed or secured.

• Any form of harassment, verbal abuse, or mistreatment towards Duo Star personnel will result in immediate service termination and a potential ban from future services. Legal action may be taken in severe cases.

 

12. Service Availability and Pricing

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• Services are subject to availability.

• Prices are available upon request from Duo Star agents and may change with 7 days' notice.

 

13. Ownership and Intellectual Property

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• All website content is owned by Duo Star. Unauthorized copying, distribution, or modification is prohibited.

 

14. Refund Policy

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• Refunds will only be processed through the original payment method.

• Refund processing time may take up to 30 days.

• Refunds will not be issued for:

  • Deposits for large-scale bookings and last-minute cancellations.

  • Services that were completed as per the agreed scope but did not meet personal expectations beyond the agreed terms.

  • Situations where service personnel were denied access or the client was unavailable at the scheduled time.

 

15. Changes to Terms and Conditions

• Duo Star reserves the right to modify these terms at any time without prior notice.

• Updates will be effective 24 hours after posting on the website.

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For further inquiries, contact Duo Star Technical Services LLC via our website or customer service channels.